Viewing closed requests after removing Customer e-mail

[Cassie Turner]

As the product does not currently support a change to a customer email address, the customer is required to enroll in the Service desk again, using their new email address. The bigger issue here is,  when I remove the customer's old email account from the organisation, they can no longer view their closed requests as they are linked to the account that has been removed.

[Carlos Garcia Navarro · Accepted solution]

Hi @Cassie Turner ,

This is an interesting use case. Yes, only the customers who opened the request are supposed to see their own tickets. I don't have an account to test at the moment but can you (as an agent) change the reporter to be the "new" user (the customer who re-enrolled using a new email account?) I wonder if that would make the tickets visible for those customers. Thanks

[Cassie Turner]

Hi Carlos, that worked perfectly. Thank you!